Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311119 ↗ ServiceMax

Western NY Department of Developmental Disabilities • Inspection • PC

📍 Perrysburg Community Home Lower Peck Hill — 10420 Lower Peck Hill Rd, Perrysburg NY, 14129

Oct 23, 2025 → Oct 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 25, 2025
✗ SLA Missed
Active: 1 biz days
🕐 Clock stopped: Completed (Oct 26, 2025)
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 1 of ? biz days used
0d
▶ Clock Running
Status: Scheduled
Oct 24 → Oct 26, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 23, 2025 Completed: Oct 26, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 23 Created ▶ Running 0 0
Oct 23 → Oct 24 Ready for Scheduling ▶ Running 1 1
Oct 24 → Oct 24 Assigned ▶ Running 0 1
Oct 24 → Oct 26 Scheduled ▶ Running 0 1
Dispatch 0.0d
Coordinators 2.4d
Billing 3.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
2.4 days
Over SLA
Billing
3.0 days
Over SLA
Created: Oct 23, 2025 Due: Oct 25, 2025 Completed: Oct 26, 2025 (on time)
📅
1.4 days Total Age
⏱️
3.0d in Billing Review Longest Stage
🔄
7 transitions Status Changes
⚠️
3.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537892
NB WO for Max Tucker
Closed
NB WO for Max Tucker for this week? He has been assisting Erwin Forster with lifting for a few sites
Priority
Standard
Origin
Email
Reason
New Case
Contact
10420 Lower Peck Hill House Supervisor Please call, do not email unless no answer
Owner
Kimberly Hardison
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01311119 (current) Invoiced
Inspection • Maximilian Tucker
Created: Oct 23, 2025 • Closed: Oct 26, 2025
Completed with minor delays
Invoiced • 132 days old
🚨
Primary Delay 3.0 days stuck in "Billing Review"
⏱️
Total Delay 3.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
1.4d / 1.0d SLA
Scheduled
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.9d / 1.0d SLA
Billing Review
3.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/30/2025 DNakoff - Non billable

10/28/025 DPatton - is this non-billable training WO? NB WO for Max Tucker for this week?

🔧 Work Performed
PM LIFTS
🔍 Technician Findings
SOME liftS DID NOT PASS OR WAS NOT available FOR inspection
⚠️ Problem Description
NB WO for Max Tucker for this week? He has been assisting Erwin Forster with lifting for a few sites

Timeline

📞
Case Linked Oct 23, 1:47 PM
Case Number: 00537892
Subject: NB WO for Max Tucker
Status: Closed
📋
▶
2 Work Order Created Oct 23, 5:06 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Oct 24, 9:08 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 16h 2m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-20T12:00:00.000+0000
⏳ 1.0 business days
⏱️
▶
3 9x Labor Added Oct 26, 2:41 PM
9x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Maximilian Tucker
From: Scheduled
To: Completed
Duration in Previous: 2d 5h
🏁
Status: Closed by Maximilian Tucker
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 2.0 business days
💵
Status: Billing Review by Diane Patton Oct 28, 9:28 AM
From: Closed
To: Billing Review
Duration in Previous: 1d 18h
⏳ 3.0 business days
🏁
Status: Closed by Dylan Nakoff Oct 30, 12:51 PM
From: Billing Review
To: Closed
Duration in Previous: 2d 3h
📄
Status: Ready to Bill by Diane Patton Oct 31, 9:32 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 20h 40m
⏳ 2.0 business days
🧾
Invoice Created Nov 3, 11:41 AM
Invoice Number: SM-245333

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.1 business hours

🔗 Related Artifacts

📞
Case 00537892
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Inspection
Branch
N/A
Technician
Maximilian Tucker
Scheduled
Oct 20, 8:00 AM
Created
Oct 23, 5:06 PM
Invoice #
SM-245333

Work Details (9)

Name Type Status Qty Amount Date
WL-02984661 Labor Open 0.5 $0.00 Oct 26, 2:41 PM
WL-02984662 Labor Open 1.5 $0.00 Oct 26, 2:41 PM
WL-02984663 Labor Open 0.16666666666667 $0.00 Oct 26, 2:41 PM
WL-02984664 Labor Open 1 $0.00 Oct 26, 2:41 PM
WL-02984665 Labor Open 0.33333333333333 $0.00 Oct 26, 2:41 PM
WL-02984666 Labor Open 1 $0.00 Oct 26, 2:41 PM
WL-02984667 Labor Open 9 $0.00 Oct 26, 2:41 PM
WL-02984668 Expenses Open 1 $0.00 Oct 26, 2:41 PM
WL-02984669 Expenses Open 1 $0.00 Oct 26, 2:41 PM

Details